anz car insuranceanz car insurance is the hassle-free way for you to protect your car, offering a...

PRODUCT DISCLOSURE STATEMENT

AND POLICY DOCUMENT

6 NOVEMBER 2017

ANZ CAR INSURANCE

CONTENTS

2ANZ CAR INSURANCE PDS AND POLICY DOCUMENT

4WHY CHOOSE ANZ CAR INSURANCE?

5CHOICE OF COVER

7INSURED EVENTS

9LEGAL LIABILITY

10ADDITIONAL BENEFITS

17NO CLAIM BONUS

18OPTIONAL BENEFITS

21EXCESSES

22EXCLUSIONS

26YOUR PREMIUM

29YOUR POLICY

32YOUR RESPONSIBILITIES TO US

34CLAIMS

36CHOOSING A REPAIRER

37REPLACING DAMAGED PARTS

41CUSTOMER COMPLAINTS

43OUR COMMITMENT TO YOU

50GLOSSARY

Date of Preparation: 6th November 2017Date Effective: 6th November 2017

QM2091-1117

When you take out ANZ Car Insurance, we agree to provide the cover described in your currentSchedule and this PDS, as well as any Supplementary PDS we may issue.

Together, these documents make up the terms and conditions of your Car Insurance policywith us. We recommend that you read them carefully and store them together in a safe place.

THE PURPOSE OF THIS PDS AND POLICY DOCUMENT

This combined Product Disclosure Statement (PDS) and Policy document has been designedto help you understand ANZ Car Insurance so you can get the most out of your Policy.

This PDS contains detailed information on ANZ Car Insurance, including:

when you're covered,when you're not covered, andmaximum cover limits.

We've also included a glossary on Page 50 to describe words with a special meaning.

THIS PDS DOESN'T TAKE YOUR PERSONAL CIRCUMSTANCES INTOACCOUNT

To the extent that the content of this PDS could be construed as general advice, it doesn't takeinto account your personal objectives, financial situation or needs (“personal circumstances”).You should consider the appropriateness of the information, having regard to your personalcircumstances.

ISSUER OF THIS PDS

ANZ Car Insurance is underwritten by QBE Insurance (Australia) Limited (QBE) ABN 78 003 191035 (AFSL 239545).

QBE Insurance (Australia) Limited is a member of the QBE Insurance Group Limited ABN 28 008485 014 (ASX: QBE). QBE Insurance Group is Australia’s largest international general insuranceand reinsurance group, and one of the top 25 insurers and reinsurers in the world. The companyhas been operating in Australia since 1886 and continues to provide insurance solutions thatare focused on the needs of policyholders.

The issuer takes full responsibility for this combined PDS and Policy Document which has beenprepared and is provided in accordance with Australian laws only.

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ANZ CAR INSURANCE PDS AND POLICYDOCUMENT

ANZ Car Insurance is distributed by Australia and New Zealand Banking Group Limited (ANZ)ABN 11 005 357 522 (AFSL 234527). This product is not a deposit or other liability of ANZ or itsrelated group of companies and none of them stands behind or guarantees QBE or the product.

UPDATING OUR PDS

The information in this PDS may change from time to time. Updated information will be availablefree of charge from anz.com or by contacting the ANZ Insurance Centre on 13 16 14. We'll issuea supplementary or replacement PDS if there's a materially adverse change to or omission frominformation in this PDS.

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ANZ Car Insurance is the hassle-free way for you to protect your car, offering a range of benefits,features and cover types including:

after accident care benefits:– use of genuine parts– lifetime repair guarantee– towing services– emergency travel and accommodation– 24 hour, 7 days a week claims assistance servicecar hire:– after theft– following a ‘not at fault’ accidentadditional benefits:– protection of personal belongings– personal legal liability– protection against damage or loss of baby seats and capsules– new car if recently written off– cover for keys, locks and barrels– windscreen protection– choice of agreed or market value– pay in regular instalmentsoptional benefits:– four year new car replacement if recently written off– car hire after an at fault accident– excess free windscreen and window glass replacement

Great ways to reduce your premium including:

nominated driver optionchoosing a higher excessmulti policy discount

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WHY CHOOSE ANZ CAR INSURANCE?

ANZ Car Insurance provides cover for your motor vehicle anywhere in Australia. Under thisinsurance you can choose from three different levels of cover, depending on your needs.

COMPREHENSIVE COVER

Provides cover for:

loss or damage to your vehicle, andyour legal liability for loss or damage to another person’s vehicle or property.

Comprehensive cover offers additional policy options as outlined on Page 18 to Page 20.

How much we'll pay

We'll pay:

up to the sum insured of your vehicle orother specified limit set out in your Policy Schedule,

and for additional and optional benefits, up to the limit set out in each benefit.

The Claims section sets out specific terms and conditions that apply when you make a claimor when something happens that may lead to a claim.

THIRD PARTY PROPERTY DAMAGE FIRE & THEFT COVER

Provides cover for:

loss or damage to your vehicle by fire or theft only, andyour legal liability for loss or damage to another person’s vehicle or property.

How much we'll pay

We'll pay up to the sum insured of your vehicle, and for additional benefits, up to the limit setout in each benefit.


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CHOICE OF COVER

THIRD PARTY PROPERTY DAMAGE COVER

Provides cover for:

your legal liability for loss or damage to another person’s vehicle or property only.

How much we'll pay

We'll pay up to the legal liability limit for the legal liability cover, and for additional benefits, upto the limit set out in each benefit.


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Under your Policy we'll provide cover for loss or damage as a result of any events that we'veagreed to cover. There are a number of events we'll only cover under specific conditions. Theseare listed on the following pages.

When you make a claim and you're at fault:

your No Claim Bonus may be reduced, andyou'll need to pay any excesses that apply.

Provided under coverDescriptionEvent

We'll cover your vehicle for accidental damage,including damage as a result of a collision.

Accidentaldamage toyourvehicle

ComprehensiveThird Party PropertyDamage, Fire &TheftThird Party PropertyDamage

We'll cover your vehicle for loss or damage asa result of fire.

Fire ComprehensiveThird Party PropertyDamage, Fire &Theft

We won't cover your vehicle for loss or damagecaused by bushfire or grassfire within 48 hoursof the start date of your Policy, unless: Third Party Property

Damageyou took out your insurance with usimmediately after another insurance policycovering the same vehicle ended, withouta break in cover, oryou:– had entered into a contract of sale to

purchase your vehicle, or a contract tolease your vehicle, and

– took out your insurance with us for thevehicle prior to taking possession of thevehicle.

We'll cover your vehicle for loss or damage asa result of storm or flood.

Storm orflood

ComprehensiveThird Party PropertyDamage, Fire &Theft

We won't cover your vehicle for loss or damagecaused by a named cyclone within 48 hours ofthe start date of your Policy, unless: Third Party Property

Damage

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INSURED EVENTS

Provided under coverDescriptionEvent

you took out your insurance with usimmediately after another insurance policycovering the same vehicle ended, withouta break in cover, or you:– had entered into a contract of sale to

purchase your vehicle, or a contract tolease your vehicle, and

– took out your insurance with us for thevehicle prior to taking possession of thevehicle.

We'll cover your vehicle for loss or damage asa result of theft or attempted theft.

Theft orattemptedtheft


We also cover theft of the keys to your vehicleand certain items in your car, refer to additionalbenefits on to Page 16. The theft orattempted theft must be reported to the Police.

Third Party PropertyDamage

We'll cover your vehicle for loss or damage asa result of vandalism or a malicious act. Thevandalism or malicious act must be reportedto the Police.

Vandalismor amaliciousact


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Legal liability cover is included in your Policy for all cover types.

We'll cover:

you,a nominated driver or authorised driver, orpassengers travelling in your vehicle.

for legal liability if your vehicle or substitute vehicle causes:

damage to someone else's property, ordeath or bodily injury to other people.

We'll cover you, a nominated driver or an authorised driver for any liability that arises from:

loading or unloading goods,the use of your vehicle or substitute vehicle, or any one trailer, caravan or broken downvehicle attached to your vehicle,goods falling from your vehicle or substitute vehicle, orusing your vehicle or substitute vehicle on behalf of you or their employer, principal, partneror the Australian, State or local government.

We'll cover passengers who are lawfully travelling in your vehicle for any liability that arises frombeing in or getting into or out of your vehicle or a substitute vehicle.

We'll only cover liability for death or bodily injury when there's no insurance required by lawthat already provides this cover. If this insurance was available to you and you didn't take it, wewon't pay the claim.

How much we'll pay

We'll pay up to the legal liability limit shown on the Policy Schedule for all claims arising out ofone incident or series of related incidents occurring during the period of insurance. This amountincludes any legal costs that must be paid to defend the claim and any costs awarded againstthe person who was at fault.

You must pay your excess before we pay a claim.


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LEGAL LIABILITY

Your Policy includes a range of additional benefits, depending on the type of cover you'vechosen. When we agree to pay a claim for an incident, we'll give the additional benefits whichapply to that cover.

Provided under coverDescriptionBenefit

If baby capsules or child seats are:Baby capsulesand child seats


damaged while in your vehicle, orstolen from your vehicle,

we'll cover their replacement cost.Third Party PropertyDamage

If your vehicle needs emergency ortemporary repairs so that it can be driven orused, we'll cover up to $500 for the cost ofrepairs.

Emergency ortemporary repairs


The emergency or temporary repairs mustbe a result of an event we have agreed tocover.


We'll need receipts of the repairs.

If your vehicle is:Hire vehicle costsfollowing a not at

ComprehensiveThird Party PropertyDamage, Fire &

stolen, orfault incident orafter theft orattempted theft

damaged following an incident whereyou're not at fault, or Theft, only covered

following a theft orattempted theftunsafe to drive as a result of theft,

attempted theft or a not at fault incidentThird Party PropertyDamagewe'll reimburse you the cost to hire a vehicle

similar to yours.

Note: Not at fault means we've agreed youweren't at fault, and you're able to providethe name and registration details of the otherparty.

We'll cover the cost of a hire vehicle until:

your vehicle is recovered and repaired,orwe settle your claim if your vehicle is awrite off

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ADDITIONAL BENEFITS


up to a total of 14 days, whichever happensfirst.

We'll pay up to $75 per day.

You'll need to organise and pay for the hirecar. We're not responsible for ensuring thata hire car is available.

We need you to give us a copy of the rentalagreement and any receipts for the hire carbefore we'll pay you.

We won't pay for:

loss or damage to the hire vehicle, any costs to run the hire vehicleincluding the cost of fuel,any insurance excess or other costs,including rental bonds which you maybe liable for under the hire agreement,orany other additional hire costs.

We guarantee the quality of the repairs(including sublet repairs) authorised by usfor any defect due to faulty workmanship orfaulty material for the life of your vehicle.

Lifetime repairguarantee


We won't offer this benefit if: Third Party PropertyDamage, only ifyou're making awe haven't authorised the repairs, or

we've paid you the repair cost directly. claim for uninsuredmotorist damage(see Page 15)

If personal items are damaged in an incidentor stolen from your locked car, we'll coverthe cost to repair or replace them, up to$500.

Personal items inyour car

Comprehensive

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We won't cover loss or damage to thepersonal items as a result of theft orattempted theft if your vehicle wasn't lockedor the items secured.

Third Party PropertyDamage, Fire &TheftThird Party PropertyDamageThe theft or attempted theft of personal

items must be reported to the Police.

We won't cover:

money, cheques, financial transactioncards, orproperty used for earning an income,such as items you use in business.

If we've authorised repairs to your vehicle,and you live more than 100 kilometres from

Re-delivery costs ComprehensiveThird Party PropertyDamage, Fire &Theft, only if you're

the repairer, we'll cover up to $750 towardsthe reasonable cost to re-deliver your vehicleto your home. making a claim for

uninsured motoristdamage (see Page15)Third Party PropertyDamage, only ifyou're making aclaim for uninsuredmotorist damage(see Page 15)

If your vehicle is damaged, we'll cover thereasonable costs to remove your vehicledebris from where the incident occurred.

Removal of debris ComprehensiveThird Party PropertyDamage, Fire &TheftThird Party PropertyDamage

If the keys to your vehicle have been stolen,and we accept your claim, we'll pay:

Replacement ofkeys, barrels andrecoding of locks


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for the replacement of your vehicle’skeys, and


if necessary the recoding of yourvehicle’s locks

up to a maximum of $1,000 after deductionof your vehicle excess.

To be entitled to this benefit you must reportthe theft to the Police.

We won't pay this benefit if the keys werestolen by:

your family,someone who lives with you, orsomeone invited to your house.

Cover under this benefit doesn't entitle youto a claim for a hire vehicle or any otheradditional benefit.

If your vehicle is a write off, we'll provide youwith a new replacement vehicle of the samemake and model or nearest equivalent in themarket at the time of loss, provided yourvehicle:

Replacing yourvehicle after awrite off


is less than two years old, andhasn't travelled more than 30,000kilometres.

If your vehicle is damaged in an incident andcan't be driven or used, we'll cover thereasonable costs to tow it from the scene ofthe incident to:

Towing andtransport of yourvehicle

ComprehensiveThird Party PropertyDamage, Fire &Theft, only if you'remaking a claim for

a place of safety, uninsured motorist

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damage (see Page15)

the nearest repairer, orany other place we agree to.

Third Party PropertyDamage, only ifyou're making aclaim for uninsuredmotorist damage(see Page 15)

If a trailer is stolen or damaged whileattached to your vehicle, we'll pay:

Trailers attachedto your vehicle


the cost to repair your trailer, orthe market value of your trailer


up to $1,000, whichever is the lesser amount.

The trailer must be attached to your vehicleat the time it was stolen or damaged.

We won't cover the contents of the trailer.

If your vehicle is damaged in an incidentmore than 150 kilometres from your homeand can't be safely driven, we'll cover thecost of:

Transport oraccommodationwhen you areaway from home


transport for you and your passengersto your home or destination, ortemporary accommodation for you andyour passengers for one night

up to $1,000 in total.

We need you to give us a copy of anyreceipts so we can reimburse you.

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If your vehicle is accidentally damaged in acollision with another vehicle and we agree:

Uninsuredmotorist damage

Comprehensive

Third Party PropertyDamage, Fire &Theft

the other driver is at fault,the owner of the other vehicle, or itsdriver, didn't have insurance coveringthe damage to your vehicle


we'll cover the cost to repair your vehicle, upto:

$5,000, orthe market value of your vehicle

whichever is less.

For us to pay this benefit you must provide:

the registration number of the othervehicle,the name and address of the driver ofthe other vehicle.

You won't be covered under this benefit if:

you were the owner of the other vehicle,orthe other vehicle was registered in yourname or in the name of someone inyour family.

If we pay you the market value of yourvehicle, then your vehicle in its damagedcondition will become our property.

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We'll cover the costs to repair or replace thewindscreen or window glass of your vehicleif it's accidentally damaged.

Windscreenprotection

ComprehensiveThird Party PropertyDamage, Fire &TheftWe'll waive the vehicle excess if we're able

to repair the glass. Third Party PropertyDamage

We'll also waive the vehicle excess for thefirst replacement claim in any one period ofinsurance.

You'll have to pay the vehicle excess for anysubsequent glass claims in the same periodof insurance where we have to replace theglass, unless you've paid for the excess freewindscreen and window glass protectionoptional benefit on Page 19.

Any claim under this benefit won't affect yourNo Claim Bonus.

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No Claim Bonus is a discount on your premium awarded for not making at fault claims. For thefirst period of insurance, we'll calculate your No Claim Bonus based on information you suppliedwhen you first bought the Policy. We'll do this based on:

your driving history, andhow many at fault claim you've made.

After that, based on the claims lodged during the period of insurance, your Policy’s No ClaimBonus will be adjusted when you renew your Policy and this can either:

increase (up to our maximum No Claim Bonus),decrease, orremain the same.

If your vehicle's involved in an incident, your No Claim Bonus won't be affected if:

we agree someone else was at fault, and you give us the name, current residential addressand vehicle registration of the person who caused the event, oryour claim is for damage caused by a storm or other naturally occurring event.

If you make a claim and we decide that you're at fault, your No Claim Bonus will be affectedand may be reduced when you renew your Policy.

Refer to for ways of protecting your No Claim Bonus.

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NO CLAIM BONUS

OPTIONAL BENEFITS THAT CAN BE ADDED TO YOUR POLICY

If you select Comprehensive cover, you can also buy the optional benefits below for an additionalpremium.

Any options that you've bought will be shown on your Policy Schedule and only apply:

once you've paid us the premium for the benefitfrom the date the benefit was listed on your Policy Schedule.

HIRE VEHICLE FOLLOWING AN AT FAULT INCIDENT

If your vehicle is damaged in an incident covered under this Policy, where:

you're at fault, andwe've agreed to pay your claim,

we'll reimburse you the cost to hire a vehicle similar to your own while your vehicle is beingrepaired or if deemed a write off.

We will pay you up to $75 per day:

up to 14 days,until your vehicle is repaired, oruntil we pay your claim,

whichever happens first.

The cover will commence on the date your vehicle is taken to the repairer.

We won't pay for:

loss or damage to the hire vehicle, running costs, including the cost of fuel,any insurance excess or other costs, including rental bonds which you may be liable forunder the hire agreement, orany other additional hire costs.

We won't cover you under this optional benefit if the only damage to your vehicle is to itswindscreen or window glass.

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OPTIONAL BENEFITS

EXCESS FREE WINDSCREEN AND WINDOW GLASS PROTECTION

We'll waive the vehicle excess on your second and subsequent glass claims in any one periodof insurance if your windscreen or window glass needs to be replaced as a result of accidentalbreakage.

NO CLAIM BONUS PROTECTION

Your No Claim Bonus won't be reduced if you make only one at fault claim during the periodof insurance.

To be eligible for this option, you must have a current No Claim Bonus.

If you make more than one at fault claim during the period of insurance, your No Claim Bonuswill be reduced at the next renewal of your Policy.

POLICY LIFETIME NO CLAIM BONUS PROTECTION

Your maximum No Claim Bonus won't be reduced or affected by any at fault claims you make.To be eligible for this option you'll need to:

currently have a maximum No Claim Bonus, andhave held your Australian driving licence for 7 years or more.

FOUR YEAR NEW CAR REPLACEMENT

If your vehicle is:

less than four years old, andhasn't travelled more than 100,000 kilometres,

we'll replace your car with a new replacement vehicle of the same make and model (or, if it'ssuperseded, the nearest equivalent of the same make available in the market at the time ofloss) if we declare your vehicle a write off as a result of an incident covered by this Policy.

To be eligible for this benefit you must:

be the original owner of your vehicle, andhave insured your car with us within the first three years of purchase.

When we supply the replacement vehicle we'll also pay for registration and stamp duty butnot compulsory third party insurance.

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However, if your vehicle's a write off and the provisions above aren't met, or you don't want areplacement vehicle then the sum insured will be market value at the time of the incident.

If your vehicle becomes four years old during the period of insurance this benefit will continueuntil your next renewal.

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An excess is an amount you have to pay whenever you make a claim.

The number of excesses and the amounts you pay are shown on your Policy Schedule. If morethan one excess applies, you'll have to pay the total of all the excesses. If we find that your claiminvolves more than one incident, you'll have to pay the applicable excesses for each incident.

When it appliesExcess type

This excess is the first amount you have to pay.Vehicle excess

This excess varies depending on the make and model of your vehicle,the State or Territory where your vehicle is used, and the level of coveryou've chosen.

You may also choose to reduce your premium by increasing the vehicleexcess.

When the incident you're claiming for happened while your vehiclewas being driven by a person less than 25 years of age.

Age excess

This excess is in addition to the vehicle excess.

When the incident you're claiming for happened while your vehiclewas being driven by someone not listed as a driver on your PolicySchedule.

Unlisted driverexcess

This excess is in addition to the vehicle and age excesses.

None of these excesses will apply if your vehicle is damaged in a collision with another vehicleand all of the following apply:

we agree the other driver involved in the collision was at fault,you give us the name and address of the other driver and the registration number of theother vehicle, andthe other driver isn't a family member, or doesn't normally live with you.

An age excess or unlisted driver excess won't apply if you can prove to us that your vehicle wasstolen or was damaged while being driven:

without your consentby a person in the motor trade who was servicing or repairing it, or was an attendantparking it, or who used it because a serious medical emergency had arisen.

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EXCESSES

Any cover we provide is subject to the following exclusions.

EVENT, ADDITIONAL AND OPTIONAL BENEFIT EXCLUSIONS

The following exclusions apply for claims made under the following cover types:

ComprehensiveThird Party Property Damage, Fire & TheftThird Party Property Damage.

We won't cover damage to your vehicle:

from normal wear and tear, rust or corrosionfrom structural failure, mechanical or electrical breakdown, unless the failure or breakdownresults in damage to your vehicle by accident or fireto the tyres of your vehicle unless the damage is caused in an incident we've accepted aclaim forcaused by using the wrong fuel for the specific make and model of your vehicle and engine.

We won't cover theft of your vehicle:

by someone acting with your express or implied consentby someone you lent it to. This exclusion won't apply if you were deceived and kept thatperson's driving licence or other form of legal identificationbecause it was left unattended and unlocked in a public place.

We won't cover theft of, or damage to:

your vehicle because you failed to take reasonable steps to protect it from:– theft– damage– further damage after it's been involved in an incidentpersonal items in your vehicle, unless you've chosen Comprehensive cover.

We won't cover:

the costs of any part, or parts, of your vehicle that wear outthe repair or replacement of parts that have failed or broken down.

We won't cover any financial or consequential loss you might incur because you can't use yourvehicle.

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EXCLUSIONS

LIABILITY EXCLUSIONS

The following exclusions apply for claims made under legal liability cover.

We won't cover:

penalties, fines or awards of aggravated, exemplary or punitive damages made againstyou, a nominated driver, an authorised driver, or a passengerevents where there's insurance required by law that provides cover for your liability, or itwas available to you, and you didn't take it outliability for any agreement or contract you, a nominated driver, or an authorised driverenter into, unless you, the nominated driver, or the authorised driver would've been liablewithout the agreement or contractdamage to property owned by, in the possession, custody or control of:– you, any family member who normally lives with you, or any other person who normally

lives with you– a nominated driver, or any member of their family who normally lives with them– an authorised driver, or any member of their family who normally lives with them– any person who's employed by you, a nominated driver, or an authorised driver

however we'll pay claims arising from damage to a residential building that is rented andoccupied by any of the above people

personal injury or death to:– you, any family member who normally lives with you, or any other person who normally

lives with you– a nominated driver, or any member of their family who normally lives with them– an authorised driver, or any member of their family who normally lives with them– any person who's employed by you, a nominated driver, or an authorised driver.

GENERAL EXCLUSIONS

We won't cover any loss, damage or liability:

that occurs outside Australiathat doesn't occur within the period of insuranceif there's a special condition listed on your Policy Schedule that states that there's no coverwhen the vehicle is driven by a specified person, and that person was driving the vehicleat the time of the incident being claimed fordeliberately caused by:– you, a member of your family, a nominated driver, or an authorised driver

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– a person acting with the express or implied consent of you, a driver or family member– a passenger of your vehicle or a substitute vehiclewhere you, a nominated driver, or an authorised driver:– had a blood alcohol level higher than the level allowed by law– was under the influence of alcohol or drugs– refused a test to determine alcohol or drug levels, including a failure to report to a Police

station within the legal time frame following an incident that requires a drug or alcoholtest, or

– didn't remain at the scene of the incident for the time required by law, or until the Policearrived without any reasonable excuse

however, this exclusion will only apply if you knew, or should've known, that the driver wasunder the influence of alcohol or drugs, or had a blood alcohol level higher than the levelallowed by law. The law that will apply is the law of the State or Territory where the loss, damageor liability occurred

if your vehicle or a substitute vehicle is being used for:– an unlawful purpose– hire– carrying passengers and you or the driver is being paid to do so. This exclusion doesn't

apply to a private car pooling arrangement, when driving as a volunteer for a registeredcharity, or when ridesharing

– carrying goods and you or the driver are being paid to do so– any purpose other than that for which your vehicle was made– a motor sport, on a race track, speedway track or course– driver training or driver instruction on a race track, speedway track or course, unless

your Policy is endorsed for such use– preparation for a race, time-trial, hill-climb or any other competitive motor sport or

contest– a rally or event where the road was closed to public trafficthat arises from the lawful seizure or repossession destruction or confiscation of yourpropertyif you haven't met your responsibilities to us, including not taking reasonable steps toprotect your vehicle from damage and theftif your vehicle or a substitute vehicle was:– not registered– in an unsafe, unroadworthy or illegal condition, and you knew, or should've known that

it was unsafe to use

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– used, or driven by, an unlicensed driver or by a driver who failed to comply with theconditions of their licence

– overloaded– damaged in an incident and you don't take reasonable steps to prevent further loss or

damage, including if your vehicle is stolen and then found, and you've been told whereit is

– stolen by someone acting with your express or implied consent or by someone youlent it to

arising from invasion, war, civil war or rebellion; war does not have to be declaredacts of terrorism where such act is directly or indirectly caused by, contributed to by,resulting from, or arising out of or in connection with biological, chemical, or nuclearweapons, pollution or contaminationarising from nuclear weapons, nuclear fuel, waste or material.

SANCTIONS LIMITATION AND EXCLUSION CLAUSE

You're not insured under any section of this Policy where a claim payment breaches any sanction,prohibition or restriction under United Nations resolutions or the trade or economic sanctions,laws or regulations of Australia, the European Union, United Kingdom or United States ofAmerica.

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HOW WE CALCULATE YOUR PREMIUM

Premium is what you pay us for your Policy and it's made up of the amount we've calculatedfor the risk and any taxes and government charges. Your premium, including any taxes andcharges, will be shown on your Policy Schedule.

When calculating your premium we take a number of factors into account, including:

the type of cover you've chosen, including any options that you've addedwhether you've chosen a market or agreed value for your vehiclethe excess you've chosenthe value of your vehicle, including modifications and accessoriesthe age, make and model of your vehiclethe address where you usually keep your vehiclewhat your vehicle is used forthe age, gender, driving experience and claims history of the driversany no claim bonus you're entitled toany special conditions that we've applied.

WAYS TO REDUCE YOUR PREMIUM

Nominated driver option

If you choose this option, we'll calculate your premium on the basis that your car will be drivenby no more than two nominated drivers who are 30 years of age or over. The drivers younominate will be listed on your Policy Schedule.

If your vehicle is damaged accidentally and wasn't being driven by a nominated driver, you'llhave to pay any age excess or unlisted driver excess that may apply to that driver.

If your vehicle is stolen you won't have to pay any age excess or unlisted driver excess.

When you've taken this option, the cover type on your Policy Schedule will show as"Comprehensive (Nominated Driver Option)".

Choose a higher excess

If you choose to take a higher vehicle excess you'll receive a premium discount.

Multi policy discount

A multi policy discount rewards you with a discount off your premium for holding multipleeligible ANZ insurance policies with us.

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YOUR PREMIUM

To be eligible you must hold two or more current ANZ Home, Landlord or Car Insurance policiesand be a named insured with the same name on each eligible policy.

How it works

if you take out a new policy and you qualify for the multi policy discount, you are eligibleto receive the discount on that new policy immediately and other existing policies willrecalculate from their next renewal datethe multi policy discount is calculated at each policy renewal based on the total numberof eligible policies. The maximum discount is achieved by having three or more eligiblepolicies.if you take out both buildings and contents cover under the same policy number, this isconsidered as one policy when calculating the multi policy discount.

If you believe that you are eligible for the multi policy discount and it does not appear on yourPolicy Schedule, please tell us.

No claim bonus discount

We'll move you up one level for each year you remain claim free, up to our maximum level. Ifyou make a claim, your no claim bonus will be recalculated based on the number of claims youmake.

See Page 17 for more details.

HOW TO PAY YOUR PREMIUM

We offer a range of convenient payments options. You can pay your premium:

annually in one lump sum, orfortnightly or monthly instalments, at no extra costby credit card or direct debit.

PROBLEMS WITH PAYING YOUR PREMIUM

If you can't pay your premium, please contact the ANZ Insurance Centre immediately on13 16 14, weekdays from 8am to 8pm (AEST).

We may cancel your Policy if:

you don't pay your premium, oryou pay your premium by instalments and you're more than one month behind.

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If you pay by instalments, we may refuse to pay a claim if at least one instalment of the premiumis overdue for one month or more.

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HOW TO RENEW YOUR POLICY

Before your current Policy expires, we may send you an offer to renew your insurance. This offerwill include an updated Policy Schedule and provide a premium based on the informationcontained in your current Policy.

You'll then need to review the proposed Policy and premium. If you've any questions or wouldlike to change your cover, you'll need to call the ANZ Insurance Centre on 13 16 14, weekdaysfrom 8am to 8pm (AEST).

If you accept the conditions of the new Policy, you then need to pay your premium. If you paidyour last premium by instalments, we'll continue to deduct payments, at the new amount, fromyour nominated account. If you paid your last premium in one lump sum, we must receive yourpayment by the due date, otherwise your vehicle won't be insured.

HOW TO CHANGE YOUR POLICY

It’s important that all the details in your Policy are current and correct so we've tried to make itas easy as possible for you.

Changes to this Policy only become effective when we agree to them. We'll send you a newPolicy Schedule detailing the change.

Contact us to change your policy or update your details

Call the ANZ Insurance Centre on 13 16 14, weekdays from 8am to 8pm (AEST).

Check the changes

After we update your details, you'll be sent an updated Policy Schedule. This Policy Scheduleincludes any changes or variations:

you've requested, andwe've agreed to.

It will also include any conditions we may have applied to that agreement, including any changein premium.

Pay your premium if it's increased

We'll tell you if your premium's increased. If you pay your premium by instalments, we'll adjustyour instalments and commence deducting the new amount from your nominated account.If you pay your premium in one lump sum, we must receive your additional payment withinone month.

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YOUR POLICY

If you replace your vehicle

If you replace your vehicle with another vehicle the cover for your original vehicle will end.

We'll provide cover for your newly acquired vehicle if you:

sell or dispose of your vehicle,acquire your new vehicle within 14 days of the disposal of your vehicle,give us details of the new vehicle within that time, andpay any extra premium we require.

We won't provide this cover if your vehicle was disposed of when we're settling a write offclaim.

CANCELLING YOUR POLICY

You can cancel your Policy at any time by telling us. If there are other people named as insuredon your Policy, we only need a request to cancel it from one of you.

We may cancel your Policy in any of the circumstances permitted by law (eg. failure to pay thepremium by the due date) by informing you in writing.

We’ll give you notice in person or send it to your address (including an electronic address) lastknown to us.

If you've paid your premium in advance, we’ll refund you the proportion of the premium forthe remaining period of insurance, less any administration fees.

If you want to cancel your Policy, call the ANZ Insurance Centre on 13 16 14, weekdays from8am to 8pm (AEST).

COOLING OFF PERIOD

If you change your mind within 21 days of buying your Policy, you can cancel it and receive afull refund. This doesn’t apply if you've made or are entitled to make a claim. Even after thecooling off period ends, you still have the right to cancel your Policy. However, we may deductsome costs from any refund, as set out under 'Cancelling your Policy'.

JOINT AND CO-INSUREDS

If more than one person is insured under your Policy, we’ll treat a statement, act, omission,claim, request or direction by that person as having been made by all insured.

We only need a request from one person insured to cancel or change your Policy.

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NOTICES

Any notice we give you will be in writing, and will be effective once it's delivered to youpersonally or once it's sent to your last known address (including when it’s sent to an electronicaddress including your nominated email address).

It's important for you to tell us of any change of address as soon as possible.

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CONDITIONS WHEN YOU'RE INSURED WITH US

There are conditions set out in this section, in the Claims section and under each particularcover and section. If any of these conditions aren't met we may refuse a claim, reduce theamount we pay or in some circumstances we may cancel your Policy. When making a claim,you must have met and then comply with the conditions of your Policy. Any person coveredby your Policy, or claiming under it, must also comply with these conditions.

If you or someone covered under your Policy, don't meet these conditions or make a fraudulentclaim we may:

refuse to pay your claim or reduce what we pay for you claimcancel your Policy.

Assistance and co-operation

At all times when you deal with us you must:

provide us with all reasonable assistance we may needbe truthful and franknot behave in a way that's abusive, dangerous, hostile, improper or threateningco-operate fully with us, even after we've paid a claim.

Care and maintenance

You must take reasonable care to prevent damage, injury or loss. We won't pay for damage,injury, loss or your liability to which your failure to take reasonable care is a contributing factor.At all times, you must:

prevent damage to property insured, as well as to others and their propertyminimise the cost of any claim under your Policycomply with all laws.

Changes to your circumstances

You must tell us as soon as possible if circumstances occur, or if changes or alterations areintended or made which increase the risk of loss, damage or injury.

Examples include:

changing the ownership of your vehiclestoring your vehicle at a different addressother drivers regularly using your vehicle

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YOUR RESPONSIBILITIES TO US

how you use your vehiclemodifying your vehicle.

Any of these changes may result in:

additional premiuma particular driver being excludeda claim being refused, or payment reduced.

Other interests

You must not transfer any interests in your Policy without our written consent.

Any person whose interests you've told us about and we've noted on your Policy Schedule isbound by the terms of your Policy.

Other party's interests

You must tell us of the interest of all parties (eg. financiers, lessors or owners) who'll be coveredby your Policy. We'll protect their interests only if you've told us about them and we've notedthem on your Policy Schedule.

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HOW TO MAKE A CLAIM

To help us make the claims process as easy as possible for you, please follow these simple stepsfor motor vehicle claims.

What to do after an incident.

Prevent further loss or damage.

Inform the Police if something was stolen or vandalised, or if you're required by law to doso.

Take details of other people involved in an incident or any witnesses to it.

Call us as soon as possible.

Complete a claim form if we require it.

Provide information in support of your claim, including letters or notices given to you byanother party.

Pay your excess.

What not to do after an incident.

Admit guilt or fault except in a Court or to the Police.

Offer or negotiate to pay a claim or make repairs.

Admit liability.

Dispose of damaged items unless we've said you can.

Authorise repairs except for essential temporary repairs.

Delay telling us about an incident as it may reduce the amount we pay for your claim.

Give us false or misleading information.

Call us on 13 16 14 (24 hours, 7 days) to make a claim.

Our Claims Assistance Service is open 24 hours, 7 days a week so we can give you immediateadvice and assistance with your claim. You'll need to make your claim as soon as possible asany delays may reduce the amount that we can pay, or prevent us from paying a claim.

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CLAIMS

To help us assess your claim when you call, we'll ask you a range of questions and you mayneed to:

provide proof of ownership of your vehicle, or any personal items, baby capsules or childseats,allow us to assess your vehicle,provide quotations from a repairer.

At the time of making a claim under the Policy, you must provide us with certain GST informationrelevant to both your Policy and your claim. If you do not provide us with this information wemay deduct up to 1/11th of the amount otherwise payable in settlement of your claim.

You must not:

admit guilt or fault (except in court or to the Police)offer or negotiate to pay a claimadmit any liability.

HOW WE SETTLE YOUR CLAIM

We'll decide how we'll settle your claim.

If your vehicle suffers loss or damage as a result of an event that we have agreed to cover, we'lldecide whether to:

repair your vehiclereplace your vehiclepay you the cost to repair your vehicle, orpay you the agreed or market value as listed on your current Policy Schedule.

If your claim is a liability claim, we may choose to take over the defence of the claim.

When we settle your claim, the law that'll apply is the law of the State or Territory where theloss, damage or liability occurred.

If you make a claim under Comprehensive cover for your vehicle, your No Claim Bonus may beaffected.

If you need to pay an excess

We'll tell you if you need to pay the excess to us, the repairer or the supplier. If we settle yourclaim we may deduct the amount of excess from the amount we settle your claim for.

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We have an accredited repairer network to help you get back on the road. When you lodge aclaim we'll recommend a QBE repairer where one's available, or alternatively you may nominateyour own repairer.

You have to ask us before getting your vehicle repaired.

Where we recommend our repairer, we'll:

need to assess your vehicle before authorising repairs, andpay the cost of repairs directly to the repairer we authorise.

Where you nominate a repairer, you must:

get a quote from an appropriately licenced repairer of your choice,get a quote from a repairer of our choice if we ask you, andallow us to assess your vehicle before authorising any repairs.

Paying repair costs

We'll pay reasonable costs to have your vehicle repaired. In deciding reasonable costs weconsider a number of factor, which may include:

the advice of an experienced motor vehicle assessor we've appointed,a quote from another repairer of our choice, andany adjustment allowing for method of repair.

If you've chosen the repairer we'll decide whether to pay the repairer directly or pay you thereasonable costs we've decided.

If we choose to pay you directly, we'll deduct:

any excess, andany input tax credit you are entitled to under A New Tax System (Goods and Services Tax) Act1999.

Authorising repairs without asking us first

If you authorise repairs without asking us first, we won't:

provide our lifetime guarantee on repairs (see Page 11), orwhere permitted by law, pay more than what we think is reasonable.

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CHOOSING A REPAIRER

Within manufacturers standard new car warranty period

If your vehicle is covered under the Manufacturer's Standard New Car Warranty (not includingan extended warranty period), we'll use manufacturer's approved parts in repairing your vehicle.If the part is a windscreen or a body glass then we may use non manufacturer parts but only ifthey're compliant with Australian Design Rules.

Outside manufacturers standard new car warranty period

We may use new, recycled or reconditioned parts when repairing vehicles no longer coveredunder the Manufacturer's Standard New Car Warranty. Where the use of recycled or reconditionedparts is requested, we'll only use the parts if they are equal to or exceed the quality of the partbeing replaced.

In repairing your vehicle, we may arrange for a part of the repair to be carried out by a specialistservice provider, for example windscreen repairs.

You may have to contribute to the costs of repairs

In circumstances where the condition or appearance of your vehicle improves as a result ofreplacing old with new parts, or repainting more than the damaged area, we may need you tocontribute towards the cost of repairs.

If parts and accessories are unavailable

If parts and accessories for your vehicle aren't available:

in Australia, orcan't be sourced reasonably,

we'll only pay the last known price of that part in the latest suppliers' list within the State orTerritory where repairs are being carried out.

If parts and accessories are able to be reasonably sourced from outside Australia we'll only paythe reasonable freight costs of getting parts to the repairer.

If your vehicle is a write off and we decide to pay you

We'll pay you the agreed or market value of your vehicle, as listed on your Policy Schedule, afterdeducting:

any excess,any unpaid premium,any input tax credit you would have been entitled to under A New Tax System (Goods andServices Tax) Act 1999, andthe value of any pre-existing unrepaired damage as determined by us.

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REPLACING DAMAGED PARTS

After we settle your claim for a write off your Policy comes to an end and no refund of yourpremium is due. Any salvage becomes our property.

If your vehicle is a write off and decide to replace it

We'll replace it with:

a vehicle of the same make, model and series, provided it is available locally, orthe nearest equivalent in the market at the time of loss.

We'll also cover:

the dealer delivery fee, andthe first 12 months of registration and Compulsory Third Party (CTP) insurance, if applicableon the replacement vehicle.

If your vehicle's under finance, we'll need written consent from your financier before we canoffer you a replacement vehicle.

You'll need to pay:

any excesses that apply, andany unpaid premium.

We'll tell you who to pay these to.

CLAIMS CONDITIONS

Where allowed by law, we have a right to recover from any person, the amount of any moniespayable to you under the Policy and we have sole discretion in the way we handle these matters.We will only pay a claim where you have complied with the following conditions:

you have to be honest and you must give us any information or assistance we require toinvestigate and process your claim. This may include you, or any driver, or any otheroccupant of your vehicle providing statements or information to investigators or assessors,even after a claim has been settled,you mustn't admit liability or responsibility for a claim,you must take reasonable precautions to prevent and mitigate any further loss, damageor liability arising,you must contact the Police immediately if your vehicle is lost, stolen, vandalised ormaliciously damaged,you mustn't repair or authorise repairs to your vehicle without our consent, andyou must make your vehicle available for inspection.

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Contribution and other insurance

You must notify us of any other insurance which will or may, whether in whole or in part, coverany loss insured under your Policy.

If at the time of any loss, damage or liability there's any other insurance (whether effected byyou or by any other person) which covers the same loss, damage or liability you must provideus with any reasonable assistance we require to make a claim for contribution from any otherinsurer(s).

Salvage

We're entitled to obtain and retain any items or materials salvaged or recovered after you make,and we agree, to pay a claim by replacing or paying to replace any items or materials. We maysell the items or materials and keep the proceeds. We may choose to sell the items or materialsto you, provided you agree to pay market price.

Providing proof

You must be able to prove to us you've suffered a loss covered by your Policy before we'll payyou for it. We may ask you for this proof if you make a claim under your Policy. So your claimcan be assessed quickly, make sure you keep the following:

police reportsmedical reportsproof of loss or damageproof of ownershipreceipts or tax invoices.

We won't pay any claim when the only proof of ownership is:

a photographa photocopy of any documentationa copy of information downloaded from the Internet

unless you also submit a statutory declaration in support of these items attesting to you beingthe owner of the item(s) you're claiming for.

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GST

If you’re a business you must tell us if you’re registered, or are required to be registered, for GST.When you do this, we need you to give us:

your ABN, andthe percentage of any input tax credit you will claim, or will be entitled to claim, on yourpremium.

When we pay a claim, your GST status will determine the amount we pay you. Your claimsettlement amount will be adjusted to allow for any ITC entitlement.

Unless we say otherwise, all amounts in your Policy are inclusive of GST. There may be othertaxation implications affecting you, depending upon your own circumstances. We recommendyou seek professional advice.

How claims administration and legal proceedings are undertaken

When a claim is made we have the right, at our discretion, to exercise all the legal rights of theperson making the claim relating to the incident and to do so in their name. We'll take fullcontrol of the administration, conduct or settlement of the claim including any recovery ordefence we think necessary.

We’ll also report any suspected fraudulent act to the Police for further investigation.

Subrogation, recovery action and insured loss

We may at any time, at our expense and in your name, use all legal means available to you ofsecuring reimbursement for loss or damage arising under your Policy. In the event we do so,you agree to give all reasonable assistance for that purpose.

If you've suffered loss that wasn't covered by your Policy as a result of the incident, we mayoffer to attempt to recover this. You may also specifically ask us to recover this for you. You'llneed to give us documents supporting your loss. Before we include any uninsured loss in therecovery action we'll also ask you to agree to the basis on which we'll handle your recoveryaction. You may need to contribute to legal costs in some circumstances.

Preventing our right of recovery

If you've agreed not to seek compensation from any person liable to compensate you for loss,damage or liability covered by your Policy, we won't cover you for that loss, damage or liability.

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HOW TO RESOLVE A COMPLAINT OR DISPUTE

Talk to us

We're committed to ensuring our products and services meet your expectations and we valueyour feedback regarding how we're performing.

Our customer care unit is your first point of contact for raising complaints or providing feedback.You can contact us directly via phone, email or in writing and we'll endeavour to resolve yourconcerns quickly and fairly. We'll aim to resolve your complaint within 15 business days.

13 16 14, weekdays 8am-8pm (AEST)Phone

[email protected]

Customer Care UnitPost

PO Box 213

PARRAMATTA NSW 2124

Escalating your complaint

If you're not satisfied with the resolution offered by our customer care unit, you can have yourcomplaint reviewed by a Dispute Resolution Specialist.

A final decision will be provided within 15 business days of your complaint being escalated,unless they've requested and you've agreed to give them more time.

External dispute resolution

If you're not satisfied with the outcome of your complaint, or if we’ve taken more than 45 daysto respond to you from the date you first made your complaint, you can contact the FinancialOmbudsman Service (FOS), an ASIC approved external dispute resolution body.

FOS is a free service that resolves insurance disputes between consumers and insurers. If youwish to access FOS, you can contact them:

1800 367 287, weekdays 9am-5pm AEST, except on public holidaysPhone

[email protected]

GPO Box 3Address

Melbourne VIC 3001

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CUSTOMER COMPLAINTS

fos.org.auOnline

Disputes not covered by the FOS Australia Terms of Reference

If your dispute doesn't fall within the FOS Australia Terms of Reference, and you're not satisfiedwith our decision then you may wish to seek independent legal advice.

Privacy complaints

If you're not satisfied with our final decision and it relates to your privacy or how we've handledyour personal information, you can contact the Office of the Australian Information Commissioner(OAIC).

1300 363 992, weekdays 9am-5pm AEST, except on public holidaysPhone

[email protected]

oaic.gov.auOnline

FINANCIAL CLAIMS SCHEME

Your Policy is a protected policy under the Financial Claims Scheme (FCS), which protects certaininsureds and claimants in the event of an insurer becoming insolvent. In the unlikely event ofQBE becoming insolvent you may be entitled to access the FCS, provided you meet the eligibilitycriteria.

More information may be obtained from the Australian Prudential Regulation Authority (APRA).

How to contact APRA

1300 558 849, weekdays 9am-5pm AEST, except on public holidays).Phone

Calls from mobiles, public telephones or hotel rooms may attract additionalcharges.

fcs.gov.auOnline

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THE GENERAL INSURANCE CODE OF PRACTICE

QBE Australia is a signatory to the General Insurance Code of Practice.

The Code aims to:

commit us to high standards of servicepromote better, more informed relations between us and youmaintain and promote trust and confidence in the general insurance industryprovide fair and effective mechanisms for the resolution of complaints and disputes betweenus and youpromote continuous improvement of the general insurance industry through educationand training.

QBE PRIVACY

QBE will collect your personal information when you deal with us, our agents, other companiesin the QBE group, intermediaries who arrange insurance with us (such as Australia and NewZealand Banking Group Limited) or suppliers acting on our behalf. We use your personalinformation so we and our intermediaries can do business with you, which includes issuingand administering our products and services and processing claims. We may disclose yourpersonal information to our related bodies corporate, business partners and intermediaries,and as otherwise set out in our privacy policy. Sometimes we might send your personalinformation overseas. The locations we send it to can vary but include the Philippines, India,Ireland, the UK, the US, China and countries within the European Union.

Our Privacy Policy describes in detail where and from whom we collect personal information,how we typically disclose personal information, as well as where we store it and the full list ofways we could use it. Our Privacy Policy also sets out how (i) you can access and/or correct yourpersonal information; (ii) make a privacy complaint; and (iii) how we will deal with any privacycomplaints. To get a free copy of it please visit qbe.com.au/privacy or contact QBE CustomerCare on 13 16 14 or using the other contact methods in the 'Customer Complaints' section ofthis document.

It’s up to you to decide whether to give us your personal information, but without it we andour intermediaries might not be able to do business with you, including not paying your claim.

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OUR COMMITMENT TO YOU

http://qbe.com.au/privacy

ANZ PRIVACY STATEMENT

ANZ is committed to ensuring the confidentiality and security of your personal information. Asthe distributor of this product, ANZ collects your personal information from you in order todistribute, manage and administer its products and services. Without your personal information,ANZ may not be able to process your application or provide you with the products and servicesyou require.

ANZ's Privacy Policy details how ANZ manages your personal information and is available onrequest or may be downloaded from anz.com/privacy

In order to undertake the distribution, management and administration of ANZ's products andservices, it may be necessary for ANZ to disclose your personal information to certain thirdparties.

Unless you consent to such disclosure ANZ will not be able to consider the information youhave provided.

Providing your information to others

The parties to whom ANZ may routinely disclose your personal information include:

to QBE, as the issuer of this product;an organisation that assists ANZ and/or its related companies to detect and protect againstconsumer fraud;any related company of ANZ which will use the information for the same purposes as ANZand will act under ANZ's Privacy Policy;an organisation that is in an arrangement or alliance with ANZ and/or any of ANZ's relatedcompanies to jointly offer products and/or to share information for marketing purposes(and any of its outsourced service providers or agents), to enable them or ANZ and/or anyof its related companies to provide you with products or services and/or to promote aproduct or service;organisations performing administration or compliance functions in relation to the productsand services ANZ provides;ANZ's solicitors or legal representatives;organisations maintaining ANZ's information technology systems;organisations providing mailing and printing services;persons who act on your behalf (such as your agent or financial adviser);regulatory bodies, government agencies, law enforcement bodies and courts.

ANZ and its related companies will also disclose your personal information in circumstanceswhere they are required by law to do so.

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ANZ may disclose information to recipients (including service providers and related companies)which are (1) located outside of Australia and/or (2) not established in or do not carry outbusiness in Australia.

You can find details about the location of these recipients in ANZ's Privacy Policy which can befound at anz.com/privacy

If you do not want ANZ or its related companies or alliance partners to tell you about productsor services, phone Customer Services 13 13 14 to withdraw your consent.

Collecting sensitive information

ANZ will not collect sensitive information about you, such as information about any criminalcharges, without your consent. Any sensitive information collected about you will only be usedby the insurer to assess your application and if approved, to provide this product.

Privacy consent

ANZ may send you information about its financial products and services from time to time. ANZmay also decide to disclose your information (other than sensitive information) to its relatedcompanies or alliance partners to enable them or ANZ to tell you about a product or serviceoffered by them or a third party with whom they have an agreement.

You may elect not to receive such information at any time by contacting Customer Services on13 13 14.

Where you wish to authorise any other parties to act on your behalf, to receive informationand/or undertake transactions please notify ANZ in writing.

If you give ANZ personal information about someone else, please show them a copy of thisdocument so that they understand the manner in which their personal information may beused or disclosed by ANZ in connection with your dealings with ANZ.

Privacy Policy

ANZ's Privacy Policy contains information about:

When ANZ may collect information from a third party;How to access and seek correction of personal information;How you can raise concerns that ANZ has breached the Privacy Act or an applicable codeand how ANZ will deal with those matters.

You can contact ANZ about your information or any other privacy matter as follows:

GPO Box 75Sydney NSW 2001

Email [email protected]

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ANZ may charge you a reasonable fee for this.

If any of your personal information is incorrect or has changed, please let ANZ know bycontacting Customer Services on 13 13 14.

More information can be found in ANZ's Privacy Policy which can be obtained from its websiteat anz.com/privacy

Kinds of personal information we collect and hold

Personal information we may collect from you includes:

your name, address, date of birth and contact details;details of any property you insure;your financial details, if you take out consumer credit insurance, if your insured property isfinanced as well as when you decide to pay us by direct debit;medical and health information, if you take out travel or sickness and accident insuranceor if your claim relates to a sickness or an accident;professional qualifications, if they are relevant to the insurance you take out with us; andyour past employment, qualifications, residency status and proof of identity if you applyto work with us.

Sources of personal information

We may ask you to provide us with your personal information if you're:

our customer or a beneficiary under one of our customer's policies;involved in a claim as a claimant or as a witness;a customer of one of our business partners or insurance intermediaries;an entrant in a competition or a participant in a loyalty programme or marketing initiative;a business partner, where we may contact you to promote our products and services;a trainee or person using our training facility; oran applicant for employment, through our recruitment services provider.

In most cases we'll collect personal information directly from you. We'll obtain your consent tocollect sensitive information, such as information about your health, unless we're required orpermitted by law to collect it without your consent.

If you're a borrower and your financial institution has required you to pay for lenders' mortgageinsurance (LMI) you're not our insured, but we collect your information so that we can assessthe risk that you may default on your loan. For more information about LMI and your privacyplease visit www.qbelmi.com.au

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Purposes for collecting, holding, using and disclosing personal information

We only collect, hold, use and disclose your personal information in ways that you'd reasonablyexpect and where it is reasonably necessary for our business, including:

issuing, administering and managing insurance policies;processing claims and taking recovery action;working with our business partners and insurance intermediaries;assessing your suitability to work with us; andconducting marketing initiatives and promotional activities.

We'll request your consent for any other purpose which you wouldn't reasonably expect.

If you choose not to provide us with your personal information, we may not be able to dobusiness with you.

Anonymity and pseudonymity

There are circumstances where you may be able to deal with us anonymously or by usingpseudonym, including where you're only looking for general information about one of ourproducts or services or a quote.

How personal information is collected and held

We collect your personal information when you contact us, use our online services, enter ourpromotions, participate in marketing initiatives, deal with our business partners and insuranceintermediaries and when you apply to work with us.

Your personal information is recorded in our systems, databases and paper records and is heldin secure environments. We may use our related bodies corporate, agents and third partysuppliers for data storage, which may be located outside of Australia.

Any personal information you provide over the internet is held securely and isn't retained onour web servers. We use service providers and secure online payment facilities so that you canpay us by credit card. Your details can't be accessed through the internet after your paymenthas been processed.

When you visit our websites we use common internet technologies, such as cookies, to collectgeneral statistical information to assist you to use our online services. We don't collect personalinformation from cookies or use cookies for marketing purposes.

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Disclosure to overseas recipients

Sometimes we store or disclose your personal information overseas. The location varies butincludes the Philippines, India, Ireland, the UK, the USA, China and countries within the EuropeanUnion.

Where your personal information has been disclosed overseas, there's a possibility that therecipient may be required to disclose it under a foreign law. Where this occurs, such disclosureisn't a breach of the Act.

Who we may disclose your personal information to and why

We, or our agents, may disclose your personal information to:

any person authorised by you;our related bodies corporate, including QBE's services company located in the Philippineswhich provides sales, claims, accounting and administration services;mail houses, records management companies or technology services providers for printingand/or delivery of mail and email, including secure storage and management of our records;financiers of any property you insure with us, to confirm that your policy is current or whereyour property is a total loss, to confirm they have a current interest;medical practitioners or health care providers, to establish your medical status, arrangeappropriate treatment and services. In an emergency we may also disclose information toyour employer or family members;organisations that provides banking or transactional services to facilitate payments to andfrom us;co-insureds, to confirm that full disclosure has been made to us;other insurers to obtain information about your past insurance history, including to confirma no claims bonus status, to assess insurance risk or assist with an investigation;our reinsurers;dispute resolution organisations such as the Financial Ombudsman Service;companies that conduct customer surveys on our behalf; andinsurance reference bureaus to report claims you make with us.

We may also disclose your personal information to:

repairers and suppliers, to repair or replace your property;Investigators and assessors, to investigate and assess your claim and matters related to it;lawyers and recovery agents, to defend an action by a third party against you, to recoverour costs (including amounts you owe us) or to seek a legal opinion on matters related toproducts or services you have with us;

48

witnesses, to obtain a witness statements; andOther parties to a claim to obtain statements from them, seek recovery or to defend anaction.

Personal information about you may also be collected from these people and organisations.

Accessing and seeking correction of your personal information

Our aim is to always have accurate, complete, up-to-date and relevant personal information.When you talk to us or if we send you documentation, you should check that the informationwe hold about you is correct.

You can request access to the personal information that we hold about you at any time, andask us to correct any errors. Generally no restrictions or charges will apply.

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WORDS WITH SPECIAL MEANINGS

The words and terms used throughout this Policy have special meanings set out below.

Where other words and terms are only used in one section of the Policy, we’ll describe theirspecial meaning in that section.

We meanWhen we say

A sudden and unforeseen incident that results in loss or damage to your vehicle.Accident

The amount shown on your Policy Schedule we've agreed to insure your vehiclefor. This amount is fixed for the period of insurance and it's the amount we will

Agreed value

pay you, minus the excess(es), if you have an accident resulting in your vehiclebeing a write off.

Events caused by the driver, or events not caused by the driver when the driveris unable to identify and provide the name, current residential address details and

At fault claim

vehicle registration of the person that caused the event. It doesn't include anevent where loss or damage is caused by a storm or other naturally occurringevent.

A person you allow to drive your vehicle.Authoriseddriver

A fracture that extends through the entire thickness of the glass or where thewindscreen is laminated, a fracture that extends through all layers of thewindscreen.

Breakage

A current licence or permit to drive your class of vehicle.Driver'slicence

The amount you pay when you make a claim on your Policy. The amount andtype of excess that may apply to your Policy is shown on your current Schedule.

Excess

Your spouse or partner, parent, grandparent, brother, sister, child or grandchild(including in each case half, step or adopted relationships).

Family

A person or entity with a security interest.Financier

Your usual residential address in Australia.Home

Any event which results in a claim on this Policy.Incident

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GLOSSARY

We meanWhen we say

Any alteration or addition to the vehicle, which was part of the optionalconfiguration from the manufacturer, that adds value to the vehicle but doesn'tenhance the performance or alter the safety or handling of the vehicle.

Manufactureroption

Any options that have been added to your vehicle need to be noted and shownon your Policy Schedule.

The pre-accident value at the time your vehicle is written-off of the same age,type and condition in your local area, but excluding costs and charges forregistration, stamp duty, transfer and dealer warranty costs.

Market value

To help us decide the market value we may use “The RedBook” price guide, “Glass’sDealer Guide” or any other information we consider relevant.

A physical condition, or illness that places a person’s life at risk.Medicalemergency

Any alteration to your vehicle's standard body, interior, engine, suspension, wheels,tyres or paint work which could affect it's value, safety, performance or appearance.Examples include:

Modification

special paint work, decals or murals,changes to the engine, exhaust or suspension,wide or special tyres,customised or specialised bodywork.

If we've agreed to insure your vehicle then all of your legal modifications arecovered and don't need to be shown on your Policy Schedule.

The person or persons listed on your schedule as the nominated drivers. Theymust be 30 years of age or older.

Nominateddriver

Any accessory that's been fitted to your vehicle and that wasn't part of the standardor optional configuration from the manufacturer including:

Non-standardaccessory

blue tooth kits or permanently fixed global positioning system (GPS)bull baraudio visual equipmentrear parking sensors.

If we've agreed to insure your vehicle then all of your non-standard accessoriesare covered and don't need to be shown on your Policy Schedule.

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We meanWhen we say

The period this Policy operates for as shown on your Policy Schedule.Period ofinsurance

Essential daily items such as clothes, eyewear, bags and purses.Personalitems Personal items don't include:

mobile phones, smart phones, tablet computers and other personal electronicdevicescash, cheques, credit cards and negotiablesany property used for earning an income.

The contract between you and us which provides you with insurance cover inexchange for a premium. Your Policy is made up of the following documents:

Policy

this combined PDS, Policy Document and any Supplementary PDS,your current Policy Schedule.

A document outlining the details of your insurance cover. It may be referred toas:

PolicySchedule

Policy ScheduleRenewal ScheduleAlteration Schedule.

What you pay us to insure you. It’s the cost of this Policy.Premium

You use your vehicle for ridesharing:Ridesharing

for a fee in Australia where it's legal to do so, andif you were registered as available for fewer than 32 hours in the seven daysprior to the incident.

Ridesharing doesn't mean using your vehicle as a:

chauffeurlimousine drivertaxi driverhire car driverbus driver.

A security interest as defined in section 12 of the Personal Property Securities Act2009 (Cth).

Securityinterest

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We meanWhen we say

Any item included in the standard configuration of a vehicle make and modelthat doesn't affect its performance including:

Standardoption

air conditioning,headlight protectors,floor mats.

A similar vehicle type to your own that you don't own that's been borrowed orhired because your vehicle can't be driven.

Substitutevehicle

For liability claims only we treat your substitute vehicle as your vehicle.

The amount shown on your Policy Schedule that we've agreed to insure yourvehicle for, based on:

Sum insured

agreed value,market value, ornew car replacement value.

A registered trailer owned by you or in your or a driver's possession, custody orcontrol which can be legally towed by your vehicle, including a boat trailer, acamper trailer or a caravan trailer.

Trailer

The registered car or motor vehicle owned by you, as described in the PolicySchedule including:

Vehicle

standard options,manufacturer options,non-standard accessories, andmodifications.

When we judge repairs to your vehicle are uneconomical, including where thecombined repair costs and salvage value are likely to exceed the sum insured ofyour vehicle.

Write off (alsoknown as atotal loss)

QBE Insurance (Australia) Limited ABN 78 003 191 035 AFSL 239545.We, our andus

The person(s) named in your Policy Schedule as the insured.You and your

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Call 13 16 14 weekdays 8am to 8pm (AEST)

Visit anz.com/insurance

Talk to staff at any ANZ branch

Call 13 16 14

If you’d like more information, please feel free to:

For 24 hour claims service

WHAT ARE THE NEXT STEPS?

Australia and N

ew Zealand Banking G

roup Limited (A

NZ) A

BN 11 005 357 522.

AN

Z Item N

o. 70828/1117 QBE Item

No. Q

M2091/1117 387666 _70828/1117

Insurer

QBE Insurance (Australia) Limited (QBE) ABN 78 003 191 035 AFSL 239545

anz.com/insurance

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